Director of Customer Success

About Us

Mindtickle provides a comprehensive, data-driven solution for sales readiness and enablement that fuels revenue growth and brand value for dozens of Fortune 500 and Global 2000 companies and hundreds of the world’s most recognized companies across technology, life sciences, financial services, manufacturing, and service sectors.

With purpose-built applications, proven methodologies, and best practices designed to drive effective sales onboarding and ongoing readiness, mindtickle enables company leaders and sellers to continually assess, diagnose and develop the knowledge, skills, and behaviors required to engage customers and drive growth effectively. We are funded by great investors, like – Softbank, Canaan partners, NEA, Accel Partners, and others.

We are excited to grow our global CSM team with you joining the team as an executive level leader! As a Director of customer success, we’re looking for a customer-centric, strategic, and experienced leader to manage part of our CSM team. Your primary remit will be collaborating on the design and execution of CS delivery models in order to tailor the experience to different Ideal Customer Profile segments. Your leadership will have a direct impact on driving Mindtickle’s stellar growth trajectory, hiring and developing a team, and delivering on our promise of Delighting Customers. This position reports to VP of Customer Success Group, whose scope includes all the post sales functions (success, professional services, support, content, education). This is your chance truly realize an outcomes centric, friction-free, total customer experience throughout their journey with Mindtickle.

The Director of CS will specifically be measured on:

1) maximize net retention

2) orchestrate and perfect a delightful customer experience throughout the journey

3) building and growing a high performing team of trusted advisors 

Responsibilities:

• Hire, coach, and develop the best CSM team in the industry, such that they consistently set a standard for the experience they give to our customers, are fulfilled by their work, and have a strong understanding and plan for their careers.
• Lead a team of managers who lead individual contributors. Team size varies
• Own your team's metrics and drive the plan to exceed them, specifically growth, adoption, platform utilization, risk, and business reviews
• Partner with other CS leaders to build and refine delivery models, processes, systems, and resources to make the teams, and our customers, successful
• Design and implement process improvements, customer journey playbooks and programs to build an efficient and scalable operation
• Work closely with internal teams (Education, Support, Sales, Product, Professional Services, etc.) to align priorities, collaborate on customer needs and opportunities, and deliver increasing value over time
• Iteratively improve our total ARR risk management, forecasting accuracy, reporting
• Able to innovate and enhance our platform iteratively with product, engineering, professional services and support teams and test solutions to learn what works, then feed insights into improved CS playbooks and practices.
• Be a quick learner with new features, functionality, and products on the Mindtickle platform.
• Ability to drive pragmatic, short term initiatives to deliver against a long term strategic vision.
• Build and develop a team environment that is customer-centric and encourages innovation.
• Serve as an Executive Sponsor for key customers 

•  3+ years experience in building and managing high performing team of CS managers as well as individual contributors in B2B enterprise SaaS
• 8+ years of experience in customer-facing roles
• Passionate about developing people and coaching your team to meet their full potential
• Demonstrated ability leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practice operations, and drive deep strategic value for customers
• Experience owning and managing critical company wide metrics
• Track record of aligning with customer leadership, driving value conversations and strategic alignment with VP and C-suite stakeholders
• High business acumen and understanding of the inner workings of revenue teams
• Experience driving multithreaded relationships with mid market, enterprises or Fortune 1000 companies
• High energy leader with excellent cross-functional collaboration skills to drive customer projects and processes with Sales, Professional Services, Product, Support, and executives
• Track record of operating in a high-paced growth environment
• Have a growth mindset and pride themselves on being coachable
• Able to manage budget-to-actual spend, hiring plans and other internal investments in initiatives and team development.
• Experienced in building for scale -- building programs and leveraging technology that allows customers to achieve value while maintaining efficiency in our CS models
• Demonstrated success of driving operational rigor and consistency
• Demonstrated experience refining process to create efficiency gains through automation
• Built or refined customer journeys which have resulted in efficiency gains, customer health improvements, and retention gains
• Comfortable with Gainsight, Salesforce, and BI tools like Power BI 

Our Culture

As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks, great learning opportunities & growth.

But what we enjoy the most about working here is probably the work itself and our colleagues. Check out our glassdoor page (4.8/5) to see why our employees love us.

Our culture reflects the globally diverse backgrounds of our employees along with our commitment to our customers, each other, and a passion for excellence.

To know more about us, feel free to go through these videos:

1. Sales Readiness Explained: https://www.youtube.com/watch?v=XyMJj9AlNww&t=6s

2. What We Do: https://www.youtube.com/watch?v=jv3Q2XgnkBY

3. Ready to Close More Deals, Faster: https://www.youtube.com/watch?v=nB0exreVU-s

To view more videos, please access the below-mentioned link:

https://www.youtube.com/c/mindtickle/videos

Mindtickle is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.